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Support Centre

Help Paying your Bill

Help Paying your Bill

Information on what help is available if you're struggling to pay your energy bills.

If you’re struggling to afford your energy, please contact us as soon as possible and we can discuss a repayment plan that works for you. We can also advise you of other organisations that may be able to help.

We want to help you manage your energy debt and avoid it building up further. We'll always try to avoid the need to take further action. However, if you don't pay your bill or come to an arrangement with us, we may fit a Pay As You Go meter. If you have a smart meter, we can change the mode to Pay As You Go.  We may also register a payment default against you with a credit reference agency, which could impact your ability to obtain credit.

That’s why it’s best to speak with us as soon as possible if you are struggling or likely to struggle, so we can discuss options to suit your circumstances. Read on for some of the things you can do to stay in control of your energy costs and how we may be able to help.

Actions you can take to help manage your energy costs

Change to Direct Debit payments - If you’d like to have the option to manage your energy costs on a monthly basis you can switch to Direct Debit.

Manage your Direct Debit payments - If you pay by Direct Debit, with our Direct Debit Manager tool you can check your payments are on track and can choose to increase your monthly amount to reflect any changes in your usage.

Install a smart meter - The best way to track your energy use is to install a smart meter. It’ll show you how much energy you’re using in pounds and pence and, by providing accurate meter readings *, help to ensure you’re only paying for the energy you use.

*There may be times when we are unable to communicate with your meter and would need to rely on an estimate or ask you to provide meter readings.

Enter meter readings regularly - If you don’t have a smart meter yet, it’s helpful to enter meter readings regularly to ensure you only pay for the energy you use. It’s easy to do in our ScottishPower App or you can submit your meter readings here.

Download the ScottishPower App - Monitor your energy usage and manage your payments by downloading the ScottishPower App from the App Store or Google Play.

Ways we can support our customers

The Warm Home Discount scheme:

This programme of support is aimed at customers who are living in, or are at risk of, fuel poverty.

Some customers will qualify automatically for a rebate and will receive a letter from the Department for Work and Pensions telling them this. Other customers can apply for a rebate if they meet the eligibility criteria.

Read more information on the Warm Home Discount Scheme here

Hardship Fund: If you’re on a lower income and are struggling to pay your energy bills, you may be eligible for the ScottishPower Hardship Fund. To find out more, please visit our Hardship Fund page.

Energy Efficiency: Making your home more energy efficient not only helps to reduce your carbon footprint, it can also lower your energy bills. Read our tips on how to reduce your energy consumption please click here.

Independent help and advice

There are several external organisations that may also be able to provide help if you need it.

StepChange Debt Charity: They can offer free and independent debt advice online or over the phone to suit your needs. They can also provide practical help for your debt problems and offer the support you need to achieve long-term financial control. Find out more at www.stepchange.org or call 0808 138 1111. Lines open Monday to Friday 8am to 8pm, Saturday 8am to 4pm.

MoneyHelper: The MoneyHelper service offers advice on areas such as budgeting and checking any benefits or financial support you may be entitled to. Find out more at www.moneyhelper.org.uk.

MoneyMap: Customers living in Scotland can get help through Money Map to find sources of online support to increase your income, reduce your bills or ease the costs of daily living. Find out more at www.moneymap.scot.

Turn2Us: Turn2us helps people in financial need gain access to welfare benefits, charitable grants and other financial help. Find out more at www.turn2us.org.uk.

Advice Direct Scotland: For free, practical advice and information on energy-related issues for Scottish citizens visit energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Universal Credit guide: To check your eligibility and also for more information on Universal Credit, please visit  Universal Credit guide.

Winter Fuel Payment: If you were born on or before 26th September 1955, you may be eligible for an annual tax-free payment between £100 and £300. Find out more at www.gov.uk/winter-fuel-payment.

Working from home: You may be eligible for tax relief for additional household costs, like your gas and electricity, if you must work from home regularly.. Find out more at www.gov.uk/tax-relief-for-employees/working-at-home.

Helpful information for our Pay As You Go (prepayment) customers

Pay As You Go customers will be able to benefit from the emergency credit and friendly credit hours that are built into their meters. For further information on this, please visit our dedicated Pay As You Go pages.

Last updated: 12 February 2024


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